Question 1

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Options :

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Question 2

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on

cases.

What should they consider before implementation?

Options :

A : Swarming can only be initiated from Slack.

B : Messages from a swarm can be shared to the case feed.

C : Swarms can be closed from Slack or Salesforce.

Answer: C

Question 3

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multiple

instances where customers have used abusive language because they are upset with the company. However,

CK still needs to service these customers.

Which solution should the Service Cloud Consultant recommend?

Options :

A : Create a Service Agent for intake and use the Raise Supervisor Flag action.

B : Use Slack Case collaboration to get the customer solution quickly.

C : Create a Service Agent for intake and use the Escalate to Supervisor action.

Answer: C

Question 4

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Options :

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Question 5

Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.

Options :

A : Use the Salesforce Metadata API via Workbench to deploy the permission sets.

B : Deploy the permission sets using an outbound change set from sandbox to production.

C : Manually recreate the permission sets directly in production to ensure accuracy.

Answer: B

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